Kaiser leads insurers in customer experience for 4th straight year as Health Net plummets

Annual survey of insurance customers showed little overall improvement in customer experience among the nation’s largest insurers over the last few years.  Six out of the 17 insurers scored an “OK” in performance (a 65-74 in Forrester’s CX Index), including the top three insurers: Kaiser Permanente, Humana and Empire Blue Cross Blue Shield. The other 11 scored “Poor,” a 55-64 in the index.

Source: https://www.fiercehealthcare.com/payer/kaiser-leads-insurance-companies-customer-experience-for-4th-year-running?mkt_tok=eyJpIjoiWW1JeVltTmhaamRsWWpjMCIsInQiOiJuM2syQlJURHVsQnl4MFhqSFFLY01pcTcremI4Q0NMR09ub1Q3OWY1QWJpR21udjFcL3YyVlJqcGFJZHRjUkNcL3B3ZCtmYkZLdnVPSTdVbUNXQ2pSWldCRk1ZYjhnVXg5YUJoRXBFcUJZUDZXREc0eVVRWmZLbWhidVNETW9tRE1cLyJ9&mrkid=68891697